MS Engineer L1 (English Cantonese and Mandarin speaker)
HybridCyberjaya, Selangor, Malaysia
Job Summary
Respond to calls, emails, and chats from customers to address needs or route requests, ensuring zero missed service level agreement conditions. Provide technical support for operational or maintenance of personal computers, applications, and peripherals using documented procedures. Investigate first-line incidents to identify root causes, apply troubleshooting techniques with available tools, and dispatch onsite engineers when necessary. Log all interactions accurately in the helpdesk database and monitor client infrastructure to proactively identify common incidents and opportunities for avoidance. Set customer expectations and escalate process-related issues to higher levels while maintaining positive client experiences across cultural groups. This role focuses on first-line support for standard and low-complexity incidents within a hybrid work environment.
Required Qualifications
- Diploma, bachelor's degree, or relevant qualification in Information Technology/Computing (or demonstrated equivalent work experience)
- Fluency in Mandarin & English (both speaking and writing)
- Flexibility to work in shift patterns as required by the company, which may include 12-hour shifts, and could encompass day, night, or customized working hours
Desired Qualifications
- Cantonese is good advantage
- Entry level experienced candidate in IT field/helpdesk experience
- Certifications relevant to the services provided
- Ability to communicate and work across different cultures and social groups
- Ability to maintain a positive outlook at work and agile
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
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